JP2014158063A - Call center system, call center server, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make an operator terminal preferentially display information corresponding to a case on which the degree of customer satisfaction is easily reduced.SOLUTION: A call center system comprises: a database for previously storing history information on a reception performed in telephone reception work as registry reception history information; and a screen information processing unit 44 which creates an initial provision screen information on a business store corresponding to an incoming call from the customer side and provides the information to an operator terminal, after the call comes. The screen information processing unit 44 preferentially extracts reception history information corresponding to the business store's case having a tendency of being prolonged from the registry reception history information, as individual information unique to the business store, where the extracted individual information is arranged in a predetermined display column in a display screen form prepared in advance in the initial provision screen information.

Description

  The present invention relates to a call center system, a call center server, and a program for improving customer satisfaction even when the customer's case is likely to reduce customer satisfaction.

  For example, in financial institutions such as banks, financial institutions, credit unions, insurance companies, securities companies, etc., customer service is constantly performed at the counters of each sales office. In the customer service, the customer service staff (hereinafter referred to as “Teller”) working at each sales office, while facing the customer, various customer inquiries (consultations on loans and asset management, complaints, requests, etc.) Etc.). In addition, customer service for customer inquiries was often by telephone.

  In recent years, call center systems have been used so that customer service can be smoothly performed. The call center system is a system for performing support work for supporting customer service from a call center installed in a remote place of a sales office.

  In this support work, the call center receives a call transfer from a sales office to a customer, or receives a call from a customer directly, so that support personnel waiting at the call center (hereinafter referred to as “operators”). ) On behalf of the customer service at the branch. The call center accepts calls with those customers at once, and the call center operator handles the customers.

  The call center system includes a plurality of terminal devices (hereinafter referred to as “operator terminals”) such as personal computers (PCs) assigned to each operator of the call center, a plurality of telephones, and reference information referred to in support work. A call center server or the like that provides the screen information to the operator terminal.

  The response in the call center system is started as follows. When a call center receives a call transfer from a sales office to a customer, a teller who is serving at the sales office operates a telephone set at the sales office to receive support from the call center operator. Then, a call requesting assistance is sent to the call center. Alternatively, in this case, a telephone transfer device installed at the operator of the sales office or at the sales office directly transfers the telephone call from the customer at the sales office to the call center without calling. Alternatively, as a case where the call center directly receives a call from the customer, the customer directly calls the call center without going through the sales office. In these cases, a call between the call center and the customer is started. When a call with the customer is started in this way, the call center operator handles the customer. These are collectively referred to as customer calls.

  In the call center, when a call arrives from the customer side or the sales office side, the call center server selects an operator (hereinafter referred to as “extraction operator”) that can be handled from among the waiting operators based on a predetermined condition. Extract. Then, the call center server terminates the call to the extraction operator's telephone. In addition, the call center server creates screen information including reference information referred to in the support work, and provides the created screen information to the operator terminal of the extraction operator. Thereby, the call center server displays the screen information on the display device of the operator terminal.

  The screen information provided by the call center server includes information about each sales office (hereinafter referred to as “sales office information”) as reference information referred to in the support work. In addition to the basic information of each branch office (hereinafter referred to as “basic branch information”), the branch office information includes information unique to each branch office (hereinafter referred to as “sales branch”). "Individual information").

  As the “sales office basic information”, for example, there is information such as the business hours of the sales office and the type of business handled. In addition, as the “sales office individual information”, for example, information on the history of reception performed in the past (hereinafter referred to as “response history information”), products and services that are intensively deployed in the sales office, etc. There is information. The contents of the “store information” vary from store to store. The reason why the contents of “Store Information” change depends on the customer characteristics (for example, the frequency of customer visits and the contents of customer cases) depending on the region and time (festival time and tax payment time). Because it is affected.

  The extraction operator responds to customer inquiries through the operator terminal or telephone while referring to the reference information included in the screen information displayed on the display device of the operator terminal.

  As a technology related to such a call center system, for example, the server changes the display order of the reference information in the screen information according to the reference frequency of FAQ (Frequently Asked Question), There is a technique of subdividing and displaying these as mixed reference information or separately (for example, see Patent Document 1).

  Further, as a technology related to the call center system, for example, the server has a hierarchical structure or arrangement of links of FAQ inquiry contents in accordance with past inquiry histories such as the frequency of inquiry from customers and the field of inquiry contents. There is a technique for managing by changing the order (see, for example, Patent Document 2).

  Note that this is a technology that is unrelated to the reference information referenced in the support service, but in order to analyze the content of a call example that is likely to have a problem, the call time is recorded from the records accumulated during the response. There is a technique for extracting a record of a long call example (for example, see Patent Document 3).

JP 2002-157445 A (paragraph 0093) Japanese Patent Laid-Open No. 2002-24291 JP 2007-212532 A (paragraph 0088)

  However, as described below, the conventional call center system reduces customer satisfaction when the customer's case is a case that requires a relatively long response time (hereinafter referred to as “prolonged tendency case”). There was a problem that it was easy.

  For example, in general, a call center system is particularly useful when a customer's case is a case that requires a relatively long response time (long-term trend case) and the operator cannot start the response quickly. In addition to the long time itself, the operator may not start responding quickly, which may reduce customer satisfaction.

  The conventional call center system displays information corresponding to a long-term tendency case (for example, reference information that is referred to for a relatively long time by the operator) as screen information to be displayed on the operator terminal after the call arrives at the call center. It is not the structure to let you.

  Therefore, in the conventional call center system, when the customer's case is a long-term tendency case, the operator operates the operator terminal to search desired reference information corresponding to the customer's case from the database, and the searched reference information Is displayed on the operator terminal, and the response to the customer case is started. Therefore, in this case, the conventional call center system cannot be quickly started by the operator.

  As a result, the conventional call center system easily reduces the customer satisfaction when the customer's case is a long-term tendency case. For this reason, the conventional call center system has been desired to improve the customer satisfaction that tends to decrease when the customer's case is a long-term tendency case.

  The present invention has been made to solve the above-described problems, and even if the customer's case is a long-term tendency case that tends to reduce the customer satisfaction, a call center system, a call center server, The main purpose is to provide a program.

  In order to achieve the above object, a first invention includes a call center system having an operator terminal operated by an operator of a call center and a call center server for providing the operator terminal with screen information referred to in a telephone reception service performed in the call center. The call center server stores a response history information representing a response history performed in the telephone response service in advance as a registered response history information, and responds to the call after an incoming call from the customer side. A screen information processing unit that creates initial provision screen information of the store to be provided and provides it to the operator terminal, and the screen information processing unit has a long-term tendency of the corresponding store from the registered response history information The response history information corresponding to the case is preferentially extracted as individual store information unique to the corresponding store. The initial provisioning screen information has a structure in which branches individual information the extracted is placed on a predetermined display column in a prepared display screen form for.

  In this call center system, the call center server preferentially extracts the response history information corresponding to the long-term trend cases of the corresponding branch as branch branch individual information, and the extracted branch branch individual information is displayed in the display screen form. Arrange in a predetermined display column. As a result, the call center server creates initial provision screen information of the corresponding store and provides it to the operator terminal.

  Therefore, the call center server can preferentially display information corresponding to a long-term tendency case in which customer satisfaction is likely to decrease on the operator terminal. Therefore, the more the customer's case is the case of the customer, the quicker the operator can start the response at the initial time (after the incoming call). As a result, this call center system can improve the customer satisfaction even if the customer's case is a long-term tendency case that tends to reduce the customer satisfaction.

The second invention is a call center server that provides screen information referred to in a telephone reception service performed in a call center to an operator terminal operated by an operator of the call center. A database for preliminarily storing reception history information representing a history as registered reception history information, and a screen for creating initial provision screen information of a branch office corresponding to the call after the call has been received from the customer side and providing it to the operator terminal An information processing unit, wherein the screen information processing unit stores the response history information corresponding to the long-term trend case of the corresponding store from the registered response history information. The information is preferentially extracted as information, and the initial provision screen information is a display screen form in which the extracted individual store information is prepared in advance. A structure disposed in the constant of the display field.
This call center server can be used in the call center system according to the first invention.

The third invention is a program for causing a computer to function as a call center server that provides screen information referred to in a telephone answering service performed at a call center to an operator terminal operated by the call center operator. A database for preliminarily storing, as registered reception history information, reception history information representing the history of reception performed in the telephone reception service, and the computer handles the call after receiving a call from the customer side A screen information processing unit that creates initial provision screen information of a branch store and provides it to the operator terminal, and the response corresponding to a long-term tendency case of the branch store from the registered reception history information History information is preferentially extracted as individual store information unique to the corresponding store, and the extracted management information is extracted. By arranging a predetermined display column of the displayed screen form for which is prepared store individual information beforehand, a configuration to function as the screen information processing unit for creating the initial providing screen information of the relevant branches.
This program can realize the call center server according to the second invention.

According to the first aspect of the present invention, it is possible to provide a call center system that improves customer satisfaction even if the customer's case is a long-term tendency case that tends to lower the customer satisfaction.
Further, according to the second invention, a call center server used in the call center system according to the first invention can be provided.
Furthermore, according to the third invention, a program for realizing the call center server according to the second invention can be provided.

1 is a diagram illustrating a configuration of a call center system according to a first embodiment. It is a figure which shows the structure of the principal part of the call center server which concerns on Embodiment 1. FIG. It is a figure (1) which shows an example of the response history information used in Embodiment 1. It is a figure (2) which shows an example of the response history information used in Embodiment 1. It is a figure which shows an example of the total information used in Embodiment 1. It is a figure which shows an example of the initial provision screen information used in Embodiment 1. FIG. It is a figure (1) which shows another example of the response history information used in Embodiment 1. It is FIG. (2) which shows another example of the response history information used in Embodiment 1. It is a figure which shows another example of the total information used in Embodiment 1. FIG. It is a figure which shows another example of the initial provision screen information used in Embodiment 1. FIG. 4 is a flowchart showing an operation of the call center server according to the first embodiment. It is a figure which shows an example of the total information used in Embodiment 2. 10 is a flowchart illustrating an operation of the call center server according to the third embodiment.

  Hereinafter, an embodiment of the present invention (hereinafter referred to as “the present embodiment”) will be described in detail with reference to the drawings. Each figure is only schematically shown so that the present invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. Moreover, in each figure, the same code | symbol is attached | subjected about the common component and the same component, and those overlapping description is abbreviate | omitted.

[Embodiment 1]
<Configuration of call center system>
Hereinafter, the configuration of the call center system according to the first embodiment will be described with reference to FIG. FIG. 1 is a diagram illustrating a configuration of a call center system 1 according to the first embodiment. Here, the case where the call center system 1 according to the first embodiment is installed in a call center of a financial institution will be described.

  As shown in FIG. 1, the call center system 1 is installed inside a call center installed at a remote location of a business store, and via a network N, a terminal device (hereinafter referred to as “the terminal device” installed at each business store's window). (Referred to as “window terminal 9”). The call center system 1 is communicably connected to a customer's telephone (not shown) via a public network connected to an incoming call distribution device 3 described later.

  The window terminal 9 is a terminal device used by a branch store teller. The window terminal 9 displays various types of information (reference information corresponding to the customer's case) referred to in the customer service. The window terminal 9 is configured by a computing unit such as a CPU, a storage unit such as a RAM, a ROM, and an HDD, an input device such as a keyboard and a mouse, a display device such as a liquid crystal display, a personal computer (PC) equipped with a communication interface and the like. ing. Further, the window terminal 9 includes a browser for browsing a Web page. One or a plurality of window terminals 9 are provided in each sales office. The window terminal 9 is connected to the network N via, for example, an in-store LAN built in each sales office.

In the first embodiment, the call center system 1 includes a call center server 2, a plurality of IP telephones 6, a plurality of operator terminals 7, and an administrator terminal 8. These are connected so as to be communicable with each other via an intra-center LAN constructed in the call center. Further, the IP telephone 6 can make a call via a network N with a telephone (not shown) installed at each branch. The IP telephone 6 can make a call with a customer's telephone (not shown) via a public network connected to the incoming call distribution device 3 described later. In addition, the IP telephone 6 can receive a call transferred from the sales office and call a customer's telephone (not shown). In this case, the IP telephone 6 is assigned by the incoming call distribution device 3 described later. In addition, the operator terminal 7 can communicate with the window terminal 9 installed in each store via the network N.
In the following description, for the sake of convenience, a case where a call transferred from a sales office arrives at a call center will be described as an example.

  The call center server 2 has an incoming call automatic distribution function (Automatic Call Distribution: ACD function), and is a server that establishes a call session by transferring a call arriving from the branch to the IP telephone 6. The call center server 2 is also a server that provides (transmits) to the operator terminal 7 screen information that includes information referred to in the support service (hereinafter referred to as “reference information”).

  The call center server 2 also has an automatic voice response function (Interactive Voice Response: IVR function).

  The “voice automatic response function (IVR function)” is a function that responds with synthesized voice so that a conversation is established. The “incoming call automatic distribution function (ACD function)” is a function as an exchange that establishes a call session by connecting an incoming call from the outside (here, the sales office side) to the IP telephone 6 of an operator who can respond. . When a call arrives from the branch office, the call center server 2 extracts an available operator (hereinafter referred to as “extraction operator”) from waiting operators based on a predetermined condition. The call is connected to the IP telephone 6 of the extraction operator.

  The first embodiment will be described assuming that one call center server 2 is installed in the call center. However, a plurality of call center servers 2 can be installed in the call center.

  The IP telephone 6 is a telephone used by a call center operator. The operator can use the IP telephone 6 to make a call with a sales office teller or customer. A plurality of IP telephones 6 are usually provided in the call center, and each is assigned to each operator waiting at the call center.

  The operator terminal 7 is a terminal device used by a call center operator. The operator terminal 7 displays various types of information (reference information corresponding to the customer's case) referred to in the support work. The operator terminal 7 is configured by a personal computer (PC) equipped with a browser, etc., like the window terminal 9. A plurality of operator terminals 7 are usually provided in the call center, and each is assigned to each operator waiting at the call center.

  The operator terminal 7 is provided with a Web application from the call center server 2 (specifically, the business server 4). As a result, the operator terminal 7 displays a display function for displaying information related to each branch (hereinafter referred to as “branch branch information”) as reference information on the display device, and a history of reception of operators performed in support operations. A registration function for registering information to be represented (hereinafter referred to as “response history information”) in the response history database (DB) 5 and a control function for controlling incoming / outgoing / holding / transfer of the IP telephone 6 are obtained.

  The administrator terminal 8 is a terminal device used by a call center administrator. The administrator terminal 8 is configured by a personal computer (PC) or the like, like the operator terminal 7 and the window terminal 9. One or a plurality of administrator terminals 8 are provided in the call center. The call center manager or the like operates the manager terminal 8 to set “sales office basic information (see FIG. 2)” and “classification item information (see FIG. 2)” described later, or “ Maintenance of "response history information".

  In the first embodiment, the call center server 2 can be divided into an incoming call distribution device 3, a business server 4, and a response history database 5. The business server 4 is a server that manages information related to customer service. The response history database 5 is a database system that registers (saves) the “response history information” as registered response history information (FIGS. 3A and 3B).

  The incoming call distribution device 3 mainly has the aforementioned “incoming call automatic distribution function (ACD function)”. The incoming call distribution device 3 controls the incoming call and allocates the call to the IP telephone 6 of the available operator.

Further, the incoming call distribution device 3 determines the correspondence of the voice path between the external terminal (here, the customer's telephone) and the IP telephone 6 (and / or the operator terminal 7), and the operation of the gateway (not shown) It also has a function to control.
Since the configuration of the incoming call distribution device 3 is publicly known, detailed description thereof is omitted here.

  The business server 4 mainly has a function of performing support business (call center operator's telephone response business) for a sales office. Here, the “function to perform support work” refers to, for example, registering the response history information in the response history database 5 or the response history information registered in the response history database 5 as individual store information (for each store). This means a function of extracting reference information having different contents), creating screen information, and operating outgoing / incoming calls of the IP telephone 6 from each operator terminal 7.

  Here, as to which branch office the call center operator supports, in other words, to which branch office the call belongs, the branch office where the call has been transferred, as described later. It can be grasped by information. The call transfer may be performed by an operator of the sales office, or a telephone transfer device (not shown) installed in the sales office calls a call from a customer who has reached the sales office. It may be transferred directly to the call center without doing so. As a result, the call center server 2 is capable of grasping and summing up information relating to each call for each sales office.

<Business server configuration>
The configuration of the business server 4 as the main part of the call center server 2 will be described below with reference to FIG. FIG. 2 is a diagram illustrating a configuration of the business server 4 as a main part of the call center server 2 according to the first embodiment.

As shown in FIG. 2, the business server 4 includes a control unit 4a and a storage unit 4b.
The control unit 4a is configured by a CPU. The CPU functions as a main control unit 41, a response history information management unit 42, a totalization processing unit 43, a screen information processing unit 44, and a communication control unit 49 by executing a control program stored in advance in the storage unit 4b. To do.

The main control unit 41 is a functional unit that controls the overall operation of the business server 4.
The response history information management unit 42 is a functional means for registering (storing) and managing the response history information of the operator performed in the support work as registered response history information in the response history database 5 (see FIG. 1).
The totalization processing unit 43 sends the response history information corresponding to the long-term trend case (that is, the case requiring a relatively long response time) from the registered response history information to the screen information processing unit 44. It is a functional means for totaling time (hereinafter referred to as “reference time”) that is a guideline for extraction as reference information having different contents for each.
The screen information processing unit 44 is a functional unit that creates screen information including reference information to be referred to in support work and provides (transmits) the screen information to the operator terminal 7. The screen information processing unit 44 creates screen information having different contents for each store.
The communication control unit 49 is a functional unit that controls communication with other devices.

  The storage unit 4b is configured by storage means such as RAM, ROM, HDD. The storage unit 4b stores a control program, a Web application, screen form information, branch office basic information, classification item information, total information, screen information (including “initial provision screen information” described later), and the like. These programs and information can be arbitrarily stored in the response history database 5.

The control program is a program that causes the control unit 4 a of the business server 4 to function as the main control unit 41, the response history information management unit 42, the aggregation processing unit 43, the screen information processing unit 44, and the communication control unit 49.
The Web application is a program for registering the response history information in the response history database 5, browsing the response history information, displaying the store information, and the like.

The screen form information is information that defines the configuration of the display screen form of the screen information (see FIG. 5) provided to the operator terminal 7 or the like.
Store basic information (see FIG. 5) is basic information of each store. As the “sales office basic information”, for example, there is information such as the business hours of the sales office and the type of business handled.

The classification item information is, for example, information indicating items of a predetermined classification (see FIG. 3A and the like) such as “loan”, “deposit”, and the like. The classification item information is set by a call center administrator or the like.
The total information (see FIG. 4) is the above-mentioned “estimated time (that is, the response history information corresponding to the long-term trend case from the registered response history information). As a guideline for extracting as).

The screen information (see FIG. 5) is screen information created for display on a display device such as the operator terminal 7.
The initial provision screen information (see FIG. 5) is screen information provided to the operator terminal 7 after receiving a call transmitted from the branch office. In the first embodiment, as shown in FIG. 5, the initial provision screen information D11 includes, in the sales information Data11 as reference information, the response history information corresponding to the long-term trend case of the store that sent the call, It is configured to be included as branch store individual information Data11b.

  Here, in particular, after the call arrives at the call center (specifically, the incoming call distribution device 3), it is provided from the business server 4 to the operator terminal 7 and displayed on a display device (not shown) of the operator terminal 7. The screen information is referred to as “initial provision screen information”.

  As in the initial provision screen information D11 shown in FIG. 5, the business server 4 is not conscious of the classification, and simply determines the store individual information Data11b (FIG. 5), the content to be displayed in the individual information display field C12 may be determined. Alternatively, the business server 4 is configured to determine the content to be displayed in the individual information display column C12 as the branch office individual information Data11b (see FIG. 5) for each classification as in the initial provision screen information D21 illustrated in FIG. Also good.

<Example of information used to create initial provision screen information and initial provision screen information>
Hereinafter, an example of information used to create the initial provision screen information D11 (see FIG. 5) will be described with reference to FIGS. 3A, 3B, 4, and 5. FIG.

  In the first embodiment, in order to create the initial provision screen information D11 shown in FIG. 5, the response history information R11, R11a (see FIGS. 3A and 3B) and the total information A11 (see FIG. 4) are used. explain.

  3A and 3B are diagrams illustrating examples of the response history information R11 and R11a used in the first embodiment. FIG. 4 is a diagram illustrating an example of the total information A11 used in the first embodiment. FIG. 5 is a diagram illustrating an example of the initial provision screen information D11 used in the first embodiment.

  In the example shown in FIGS. 3A and 3B and FIG. 4, the response history information R11, R11a and the total information A11 are respectively “history ID” column, “sales office” column, “response start time” column, “response”. The configuration includes an “end time” field, a “response time” field, a “classification” field, a “response content” field, and a “cumulative reference time” field. The total information A11 further has a “priority allocation guide time” column.

The “history ID” column is a column in which ID information uniquely assigned to each reception history is stored.
The “sales office” column is a column in which information (sales office information) representing the support business office (sales office that transmitted the call) is stored.

  The “response start time” column is a column in which information (response start time information) indicating the time when the operator started the response in the support work is stored. The response start time information is automatically stored in the “response start time” column by the response history information management unit 42 when the response is started.

  The “service end time” column is a column in which information (response end time information) indicating the time when the operator ends the response in the support work is stored. The response end time information is automatically stored in the “response end time” column by the response history information management unit 42 when the response is completed.

  The “required response time” column is a column in which information (response time information) indicating the time required from the start of the response to the end of the response in the support work is stored. The response time information is automatically calculated by the response history information management unit 42 (or the aggregation processing unit 43) based on the response start time information and the response end time information when the response is completed.

  The “classification” field is a field in which information (classification information) representing classification such as “loan” and “deposit” is stored. The classification information is the item information of the above-described “classification item information” registered in advance in the storage unit 4b (or the response history database 5) by the operator of the call center when the operator creates the response history information R11. It is selected from the inside.

  The “response content” column is a column in which information (response content information) representing the content of a specific telephone response performed by the operator in the support work is stored. The response content information is inputted by the operator when the operator creates the response history information R11. In the “response content” column, for example, response content information such as “The customer's case was an inquiry about the detailed content of the loan, so three types of loans A, B, and C were explained.” Is input by. That is, the business server 4 transmits the “screen for guiding the input of the response content information” to the operator terminal 7 to display the screen on the display device of the operator terminal 7. Furthermore, the business server 4 receives the response content information input via the input device of the operator terminal 7 as reply information.

  The “cumulative reference time” column is a column in which information (cumulative reference time information) indicating the time referred to cumulatively is stored every time the operator refers to desired response history information.

  The “reference time for priority allocation” field (see FIG. 4) indicates the priority of the response history information to be preferentially incorporated in the initial provision screen information as store-specific information (reference information having different contents for each store). In order to specify, this is a column in which information (guide time information) indicating the time serving as a specific guide is stored.

  The response history information R11 illustrated in FIG. 3A is registered response history information registered in the response history database 5 by the operator after the operator has performed the response in the support work. In the response history information R11, blank information (specifically, information of the value “0:00:00”) is stored in the “cumulative reference time” column as cumulative reference time information.

  The response history information R11a shown in FIG. 3B is registered response history information updated by the response history information management unit 42 after the operator refers to any response history information as reference information from the registered response history information. In the response history information R11a, accumulated reference time information accumulated every time the operator refers to desired response history information is stored in the “accumulated reference time” column.

  Aggregated information A11 shown in FIG. 4 is response history information of a store (hereinafter referred to as “corresponding store”) for which initial provision screen information D11 (see FIG. 5) is to be created. It is stored in the “Guideline for allocation” column. The total information A11 is created by the total processing unit 43 at an arbitrary timing (for example, when a call is received from the branch office side), and the screen information processing unit 44 creates the initial provision screen information D11 (see FIG. 5). Used when

  When creating the initial provision screen information D11 (see FIG. 5), the aggregation processing unit 43 extracts the response history information of the “corresponding store” from the response history information R11a shown in FIG. The time information is calculated, and the calculated guide time information is stored in the “priority assignment guide time” field of the extracted reception history information, thereby creating the total information A11.

  In the example illustrated in FIG. 5, the initial provision screen information D <b> 11 is store information (reference information) regarding the store A. Therefore, in the example illustrated in FIG. 4, the total information A <b> 11 is information related to the store A. In the example shown in FIG. 4, the total information A11 includes the total value of the value of the service time information stored in the “Service Required Time” field and the value of the cumulative reference time stored in the “Total Reference Time” field. As a guide time information, it is stored in the “reference time for priority allocation” column.

  Note that the aggregation processing unit 43 ranks the aggregation information A11 illustrated in FIG. 4 in order from information having a larger value of the reference time information (that is, information having a longer reference time). The aggregate information A11 is stored in the individual information display field C12 of the initial provision screen information D11 shown in FIG. 5 as individual store information (reference information having different contents for each store) in order from the largest estimated time information value. Displayed. The number to be ranked (three in the example shown in FIG. 4) is the number of pieces of information displayed in the individual information display column C12 as branch store individual information (reference information having different contents for each branch store). Good.

  FIG. 5 shows an example of the initial provision screen information D11 used in the first embodiment. As shown in FIG. 5, the initial provision screen information D11 is configured to display the store information Data11 as reference information on the screen. In the example shown in FIG. 5, the initial provision screen information D11 includes a basic information display field C11, an individual information display field C12, a response history registration button B11, a response history reference button B12, and a logout button B13. .

The basic information display column C11 is a column in which store basic information Data11a as reference information is displayed.
The individual information display column C12 is a column in which the branch store individual information Data11b as reference information is displayed.

  The contents of the individual information display column C12 vary from store to store. The reason for changing the contents of the individual information display column C12 is that the customer characteristics (for example, the frequency of customer visits and the contents of customer cases) vary depending on the region and time (festival time and tax payment time), etc. Because it is affected.

  The response history registration button B11 is a button for instructing the business server 4 to display a registration screen for registering the response history information R11 on the display device of the operator terminal 7.

The response history reference button B12 is a button for instructing the business server 4 to display the detailed information of the desired branch store individual information Data11b on the display device of the operator terminal 7. When displaying the detailed information of the desired store individual information Data11b, the operator selects a desired item from the store individual information Data11b displayed in the individual information display field C12, and then refers to the response history. Button B12 is pressed. In response to this, the business server 4 reads the detailed information of the branch office individual information Data 11 b selected by the operator from the response history database 5 and transmits it to the operator terminal 7. Thereby, the business server 4 displays the information on the display device of the operator terminal 7.
The logout button B13 is a button that is pressed when logging out.

  As shown in FIG. 5, the initial provision screen information D11 is preferably configured such that a scroll bar, a scroll button, or the like is added to the individual information display field C12. As a result, the operator displays the hidden candidates using the scroll bar and buttons, and further selects detailed information on the selected candidates by selecting an arbitrary candidate and pressing the response history reference button B12. Can be displayed.

<Information used to create initial provision screen information and another example of initial provision screen information>
By the way, the branch store individual information Data11b displayed in the individual information display column C12 of the initial provision screen information D11 (see FIG. 5) can be displayed separately for each classification. FIG. 8 shows an example of the initial provision screen information D21 configured to display the branch store individual information Data11b in a classified manner.

  Hereinafter, an example of information used to create the initial provision screen information D21 (see FIG. 8) will be described with reference to FIGS. 6A, 6B, 7, and 8. FIG.

  Here, in order to create the initial provision screen information D21 shown in FIG. 8, the response history information R21, R22, R23 (see FIG. 6A), the response history information R21a, R22a, R23a (see FIG. 6B), and the total information A21 (see FIG. 7) is used as an example.

  6A and 6B are diagrams illustrating examples of the response history information R21, R22, R23 and the response history information R21a, R22a, R23a used in the first embodiment, respectively. FIG. 7 is a diagram illustrating an example of the total information A21 used in the first embodiment. FIG. 8 is a diagram illustrating an example of the initial provision screen information D21 used in the first embodiment.

  FIG. 6A shows the structure of the response history information R21, R22, R23 obtained by dividing the response history information R11 shown in FIG. 3A into three categories “Class 1” to “Class 3”. The response history information R21 shown in FIG. 6A (a) is response history information corresponding to “Category 1” extracted from the response history information R11 (see FIG. 3A). Also, the response history information R22 shown in FIG. 6A (b) is response history information corresponding to “Class 2” extracted from the response history information R11 (see FIG. 3A). Also, the response history information R23 illustrated in FIG. 6A (c) is response history information corresponding to “Category 3” extracted from the response history information R11 (see FIG. 3A).

  FIG. 6B shows the configuration of the response history information R21a, R22a, R23a obtained by dividing the response history information R11 shown in FIG. 3A into three categories “Class 1” to “Class 3”. The response history information R21a illustrated in FIG. 6B (a) is response history information corresponding to “Category 1” extracted from the response history information R11a (see FIG. 3B). Also, the response history information R22a illustrated in FIG. 6B (b) is response history information corresponding to “Class 2” extracted from the response history information R11a (see FIG. 3B). Also, the response history information R23a illustrated in FIG. 6B (c) is response history information corresponding to “class 3” extracted from the response history information R11a (see FIG. 3B).

  FIG. 7 shows the total information A21, A22, A23 of the “corresponding store”. Here, the case where the “corresponding store” is the store A will be described.

  Aggregation information A21 shown in FIG. 7 (a) is obtained by the aggregation processing unit 43 in the branch office information (in the “store” column shown in FIG. 6B (a)) from the response history information R21a shown in FIG. 6B (a). Response history in which the stored information) is the corresponding store (here, store A) and the category information (information stored in the “category” column shown in FIG. 6B (a)) is “category 1”. It is created by extracting information, calculating a guide time, and storing the calculated guide time (reference time information) in the “reference time for priority allocation” column of the extracted response history information. Aggregation information A21 illustrated in FIG. 7A corresponds to the aggregation information obtained by extracting only information corresponding to “Category 1” from the aggregation information A11 illustrated in FIG.

  Aggregation information A22 shown in FIG. 7 (b) is obtained by the aggregation processing unit 43 from the reception history information R22a shown in FIG. 6B (b). In addition, the response history information whose classification information is “Category 2” is extracted, the approximate time information is calculated, and the calculated approximate time information is entered in the “reference time for priority allocation” field of the extracted response history information. Created by storing. Aggregation information A22 shown in FIG. 7B corresponds to the aggregation information obtained by extracting only information corresponding to “class 2” from the aggregation information A11 shown in FIG.

  Aggregation information A23 shown in FIG. 7 (c) is obtained by the aggregation processing unit 43 from the reception history information R23a shown in FIG. 6B (c). In addition, the response history information whose classification information is “Category 3” is extracted, the approximate time information is calculated, and the calculated approximate time information is entered in the “reference time for priority allocation” column of the extracted response history information. Created by storing. The total information A23 shown in FIG. 7C corresponds to the total information obtained by extracting only information corresponding to “class 3” from the total information A11 shown in FIG.

  The totalization processing unit 43 calculates the total value of the standard time information for the total information A21, A22, and A23 shown in FIG. 7 and ranks them in descending order of the total value of the standard time information. Of the total information A21, A22, and A23, those having a large value of the reference time information are determined as representative examples. Aggregated information A21, A22, A23 is, in order from the largest value of the approximate time information, representative examples in each of the aggregate information A21, A22, A23 is branch store individual information (reference information having different contents for each store) ) Is displayed in the individual information display field C12 of the initial provision screen information D21 shown in FIG. The number to be ranked is displayed in the individual information display column C12 as branch store individual information (reference information having different contents for each branch store) when the number of pieces of total information A21, A22, A23,. The number of information to be used is good.

  FIG. 8 shows an example of the initial provision screen information D21 used in the first embodiment. As shown in FIG. 8, the initial provision screen information D21 is different from the initial provision screen information D11 shown in FIG. 5 in that the contents of the branch store individual information Data11b displayed in the individual information display field C12 are different. doing. Specifically, the initial provision screen information D11 has a configuration in which the store individual information Data11b of the corresponding store is simply displayed in descending order of the value in the “priority allocation guide time” column. On the other hand, the initial provision screen information D21 has a configuration in which the branch store individual information Data11b of the corresponding branch store is displayed for each category in descending order of the value in the “priority allocation guide time” column.

  However, as shown in FIG. 7, the business server 4 classifies not only the function of creating the screen information to be provided to the operator terminal 7 by classifying the response contents for each sales office, but also classifying all the response contents corresponding to all the sales offices. Then, a configuration may also be provided that has a function of creating screen information to be provided to the operator terminal 7.

The call center system 1 is preferable in the following points when the branch store individual information Data11b is displayed for each classification.
For example, when the call center system 1 does not display for each category as in the initial provision screen information D11 shown in FIG. 5, the reference information of the response example of the similar response content having a long response time is displayed in the individual information display field. There is a possibility of occupying C12. Therefore, in this case, although the call center system 1 can display reference information of a plurality of types of response examples having different response contents, the number of reference information of the response examples that the operator can substantially obtain is only one. There is a possibility.
On the other hand, the call center system 1 determines the reference information of the response example to be displayed for each category when it is displayed for each category like the initial provision screen information D21 shown in FIG. There is a low possibility that the reference information of the response example occupies the individual information display field C12. Therefore, in this case, the call center system 1 can increase the number of reference information of the response examples that the operator can substantially obtain.

<Operation of business server>
The operation of the business server 4 will be described below with reference to FIG. FIG. 9 is a flowchart showing the operation of the business server 4 as the main part of the call center server 2 according to the first embodiment. Here, it is assumed that the response history information is created in advance and registered in the response history database 5 as registered response history information. In addition, here, it is assumed that each sales branch is a “Web branch” that uses the above-described Web application, and that the branch from which a call is made is “A branch”.

  Each device including the business server 4 operates based on the time and time measured by a timer (not shown). The operation of each device is defined by a program stored in a readable manner in the storage unit of each device, and is executed by the control unit of each device. Further, communication between devices is performed by temporarily storing data received by the receiving device in the storage unit and then reading the data from the storage unit. In addition, each data is temporarily stored in a storage unit so as to be readable, and then output to a required component that performs subsequent processing. Hereinafter, since these points are conventional means in information processing, detailed description thereof will be omitted.

  Further, here, the details of the operation of distributing the incoming call to the IP telephone 6 by the incoming call distribution device 3 and the operation of specifying the sales office of the call origin on the Web application are known techniques. Therefore, description of these operations is omitted.

The business server 4 starts operating when the power is turned on.
As shown in FIG. 9, the business server 4 always receives a call from the branch office based on the information transmitted from the incoming call distribution device 3 (specifically, the incoming call distribution device 3 (see FIG. 1)). )) (That is, whether a teller at any of the sales offices has forwarded the call to request assistance from the operator) (S105).

  When it is determined in S105 that the call has not arrived at the call center (in the case of “No”), the business server 4 repeats the operation of S105.

  On the other hand, if it is determined in S105 that the call has arrived at the call center (in the case of “Yes”), the service history information management unit 42 (or the total processing unit 43) of the business server 4 It is identified whether it is transmitted (transmitted) from the sales office (S110). Here, the store that transmitted (transmitted) the call should create initial provision screen information (specifically, the initial provision screen information D11 shown in FIG. 5 or the initial provision screen information D21 shown in FIG. 8). This means that it is a sales store (that is, the “corresponding sales store” described above).

  After S110, the response history information management unit 42 (or the aggregation processing unit 43) of the business server 4 registers the response history information registered in the response history database 5 (specifically, response history information shown in FIG. 3B). R11a or the response history information R21a, R22a, R23a shown in FIG. 6B is read (S115).

  Then, the response history information management unit 42 (or the aggregation processing unit 43) of the business server 4 determines whether or not the response history information of the corresponding store is in the registered response history information (S120).

  If it is determined in S120 that the response history information of the corresponding store is in the registration response history information (in the case of “Yes”), the aggregation processing unit 43 of the business server 4 includes the registration response history information. The response history information of the corresponding store is extracted from the table, and the totaling process is executed (S125), and the total information (specifically, the total information A11 shown in FIG. 4 or the total information A21, A22, A23) is created.

  For example, in the first embodiment, since the branch office from which the call is sent is “A branch”, the business server 4 can register the registered response history information (specifically, the response history information R11a shown in FIG. 3B or FIG. From the response history information R21a, R22a, R23a shown in 6B, the response history information in which the store information (information stored in the “store” column) is “A branch” is extracted. As a result, in the example shown in FIG. 3B or the example shown in FIG. 6B, the history IDs are “1”, “2”, “4”, “8”, “11”, “15”, and “16”. Information is extracted. Then, the business server 4 executes the aggregation process, and creates the aggregation information A11 illustrated in FIG. 4 or the aggregation information A21, A22, A23 illustrated in FIG.

  After S125, the aggregation processing unit 43 (or the screen information processing unit 44) of the business server 4 performs aggregation information (specifically, the aggregation information A11 illustrated in FIG. 4 or the response history information A21 illustrated in FIG. 7). A22, A23) are ranked in descending order of the value of the standard time information, and a predetermined number (for example, individual information display field C12) is selected from the information having the large standard time information value from the total information. (Numbers to be displayed in FIG. 5 and FIG. 8) are extracted. Here, “information with a large value of guide time information” means response history information corresponding to a long-term tendency case (that is, a case that requires a relatively long response time). Accordingly, at this time, the business server 4 extracts the response history information corresponding to the long-term tendency cases of the corresponding branch offices from the predetermined number of pieces of the total information (S130).

  After S130, the screen information processing unit 44 of the business server 4 displays the screen form information and branch basic information stored in advance in the storage unit 4b (or the response history database 5), and the predetermined number extracted in S130. The initial provision screen information (specifically, the initial provision screen information D11 shown in FIG. 5 or the initial provision screen shown in FIG. 8), based on the response history information corresponding to the long-term trend case of the corresponding branch. Information D21) is created (S135). The initial provision screen information created at this time has contents including branch store individual information Data11b (see FIGS. 5 and 8) as reference information having different contents for each branch. Thereafter, the process proceeds to S145.

  On the other hand, when it is determined in S120 that the response history information of the corresponding store is not included in the registered response history information (in the case of “No”), the screen information processing unit 44 of the business server 4 displays the individual information display. Initial provision screen information in which the column C12 (see FIGS. 5 and 8) is blank is created (S140). The initial provision screen information created at this time has contents that do not include the branch store individual information Data11b (see FIGS. 5 and 8) as reference information having different contents for each branch store.

  After S135 or S140, the screen information processing unit 44 of the business server 4 provides (transmits) the created initial provision screen information to the operator terminal 7 via the communication control unit 49 (S145), and distributes incoming calls. The device 3 displays the call on the display device of the operator terminal 7 of the extraction operator to which the call is distributed. As a result, the operation of a series of routines ends.

<Extraction of individual store information as reference information with different contents for each store>
By the way, there are the following two methods for extracting the response history information (that is, the response history information corresponding to the long-term trend case of the corresponding store) used as the store individual information Data11b (see FIGS. 5 and 8). A method is conceivable.

(Method 1) A method for extracting branch office individual information based on the time required for reception.
Method 1 uses the service history information R11a shown in FIG. 3B and the total information A11 shown in FIG. 4 to extract the service history information used as the branch office individual information Data11b (see FIG. 5). It is a method to do. When the business server 4 extracts the response history information by the method 1, for example, the business server 4 creates the initial provision screen information D11 shown in FIG.

  In the method 1, the business server 4 operates as follows. Here, it is assumed that the response history information R11a (see FIG. 3B) is registered in advance in the response history database 5 as registered response history information. The response history information R11a is registered in advance in the response history database 5 as follows. That is, the business server 4 registers the service history information R11 (see FIG. 3A) in the service history database 5 as registered service history information when the operator performs a service in the support service. Thereafter, the business server 4 stores the cumulative reference time information in the “cumulative reference time” column of the registered response history information R11 each time the response history information R11 in the registered response history information is referred to in the next and subsequent support operations. Store. As a result, the response history information R11 registered in the response history database 5 is updated as registered response history information R11a (see FIG. 3B).

In the method 1, using the registered response history information R11a, the response history information as the branch store individual information Data11b (see FIG. 5) is extracted.
Specifically, in S125, first, the business server 4 extracts the response history information of the corresponding store from the registered response history information R11a (see FIG. 3B), and executes a totaling process. At that time, the business server 4 stores the response time information (the “required response time” column) with respect to the extracted total information (specifically, the total information A11 shown in FIG. 4) of the corresponding store. Information) and cumulative reference time information (information stored in the "cumulative reference time" field), and the calculated total value is used as reference time information. Store in the column.

  Next, the business server 4 preferentially displays the branch store individual information Data11b (see FIG. 5) as reference information having different contents for each branch store in the individual information display column C12 of the initial provision screen information D11. The response history information in the total information A11 shown in FIG. 4 is ranked in order from the response history information having a larger value of the reference time information (that is, the response history information having a longer reference time).

  Next, the business server 4 extracts, in ascending order, response history information of several cases (for example, three cases) having higher ranks. As a result, in the first embodiment, the response history information whose history IDs are “8”, “4”, and “15” is sequentially extracted (see FIG. 4).

  Next, the business server 4 creates initial provision screen information D11. At this time, the business server 4 displays the extracted response history information (particularly, the classification information and response content information therein) in the individual information display column C12 (see FIG. 5) as branch store individual information Data11b. Thus, the initial provision screen information D11 is created.

(Method 2) A method for extracting branch office individual information based on the time required for handling and classification.
In the method 2, the business server 4 uses, for example, the response history information R21a, R22a, R23a shown in FIG. 6B and the total information A21, A22, A23 shown in FIG. 7, and stores individual information Data11b (see FIG. 8). ) Is used to extract the response history information. When the business server 4 extracts the response history information by the method 2, for example, the business server 4 creates initial provision screen information D21 shown in FIG.

  In the method 2, the business server 4 operates as follows. Here, description will be made assuming that the registered response history information R21a, R22a, R23a (see FIG. 6B) is registered in the response history database 5 in advance. The registered response history information R21a, R22a, R23a is registered in advance in the response history database 5 as follows. That is, the business server 4 registers the response history information in the response history database 5 as registered response history information R11 (see FIG. 3A) when the operator performs response in the support service and creates response history information. Then, the business server 4 classifies the response history information R11 into registered response history information R21, R22, and R23 (see FIG. 6A) and registers the response history information R11 in the response history database 5. Thereafter, each time the business history information in the registered response history information R21, R22, R23 is referred to, the business server 4 stores the accumulated reference time information in the “cumulative reference time” field of the registered response history information R21, R22, R23. To store. As a result, the response history information R21, R22, R23 registered in the response history database 5 is updated as registered response history information R21a, R22a, R23a (see FIG. 6B).

In the method 2, using the registered response history information R21, R22, R23, the response history information as the branch office individual information Data11b (see FIG. 8) is extracted.
Specifically, in S125, first, the business server 4 extracts the response history information of the corresponding store from the registered response history information R21a, R22a, R23a (see FIG. 6B), and executes a totaling process. At that time, the business server 4 responds to response time information ("response time" column) with respect to the extracted total information (specifically, the total information A21, A22, A23 shown in FIG. 7) of the corresponding store. ) And the total reference time information (information stored in the “cumulative reference time” column), and the calculated total value is used as the reference time information. Stored in the “Estimated time for use” column.

  Next, the business server 4 preferentially displays the branch store individual information Data11b (see FIG. 8) as reference information having different contents for each branch store in the individual information display column C12 of the initial provision screen information D21. For the total information A21, A22, A23 shown in FIG. 7, the total value of the standard time information of the total information A21, A22, A23 is calculated for each classification, and the total value of the standard time information (“standard time” Ranking is performed in order from the aggregate information (that is, the aggregate information with a long guide time) having the largest value (information stored in the “total” column). In the example shown in FIG. 7, the rank order is the order of the total information A23, A21, A22.

  Next, the business server 4 sets the response history information having the largest guide time information value (that is, the response history information having the longest reference time) for the response history information in the total information A21, A22, A23. Determined as a representative example. In the example shown in FIG. 7, the response history information whose history ID is “8” is determined as a representative example among the total information A23 ranked first. In addition, the response history information whose history ID is “15” in the total information A21 ranked second is determined as a representative example. In addition, the response history information with the history ID “2” is determined as a representative example in the total information A22 ranked third.

  Next, the business server 4 extracts several representative examples (for example, three cases) with higher ranks in ascending order. Here, the business server 4 extracts the response history information determined as a representative example from the total information A21, A22, A23 one by one in ascending order of rank. As a result, in the first embodiment, the response history information whose history IDs are “8”, “15”, and “2” is sequentially extracted as a representative example.

  Next, the business server 4 creates initial provision screen information D21. At this time, the business server 4 displays the extracted response history information (particularly, classification information and response content information therein) in the individual information display column C12 (see FIG. 8) as the branch office individual information Data11b. Thus, the initial provision screen information D21 is created.

  Such a business server 4 uses the length of the response time and the accumulated reference time as an extraction standard for extracting reference information referred to in the support business. Then, the business server 4 uses the response history information extracted by the method 1 or the method 2 (particularly, the classification information and the response content information therein) as sales office individual information Data11b having different contents for each sales office, as an operator terminal 7 can be displayed (see FIGS. 5 and 8).

  In such a configuration, in the call center system 1, the business server 4 which is the main part of the call center server 2 stores the response history information corresponding to the long-term tendency cases of the corresponding branch stores, and the branch store individual information Data11b ( As shown in FIG. 5 and FIG. 8, the branch office individual information Data 11 b is preferentially extracted and arranged in a predetermined display field in the display screen form. As a result, the business server 4 creates initial provision screen information D11 and D21 (see FIGS. 5 and 8) of the corresponding store and provides (transmits) the information to the operator terminal 7.

  Therefore, after the call arrives at the call center, the business server 4 receives the reference information (past response history information, etc.) corresponding to the case that requires a relatively long response time (increased long-term tendency case) where customer satisfaction is likely to decrease. It can be preferentially displayed on the initial screen (after the incoming call).

  That is, the business server 4 can quickly display the reference information corresponding to the protracted trend case on the operator terminal 7. Therefore, the more the customer's case is the case of the customer, the quicker the operator can start the response at the initial time (after the incoming call). As a result, the call center system 1 can improve the customer satisfaction even if the customer's case is a long-term tendency case that tends to reduce the customer satisfaction.

  Note that the above-described Patent Document 1 describes that the display order of the reference information in the screen information is changed according to the reference frequency of the FAQ (Frequently Asked Question). However, the technique described in Patent Document 1 does not preferentially display the response history information corresponding to the long-term tendency case, unlike the call center system 1 according to the first embodiment.

  Further, the above-described Patent Document 2 describes that management is performed by changing the hierarchical structure and arrangement order of links of the contents of FAQ queries. However, the technique described in Patent Document 2 does not preferentially display the response history information corresponding to the long-term tendency case, unlike the call center system 1 according to the first embodiment.

  Patent Document 3 described above describes that a record of a call example with a long call time is extracted from the records accumulated at the time of answering. However, the technique described in Patent Document 3 described above, as in the call center system 1 according to the first embodiment, uses the response time and the accumulated reference time as an extraction standard for extracting reference information referred to in the support work. It does not use length. In addition, the technique described in Patent Document 3 described above, like the call center system 1 according to the first embodiment, the response history information corresponding to the long-term tendency case is referred to the individual store information (sales information) It is not extracted as reference information having different contents for each store.

  As described above, in the call center system 1 according to the first embodiment, the business server 4 can preferentially display information corresponding to a long-term tendency case in which customer satisfaction is likely to be reduced on the operator terminal 7. Therefore, the more the customer's case is the case of the customer, the quicker the operator can start the response at the initial time (after the incoming call). As a result, according to this call center system 1, even if the customer's case is a long-term tendency case that tends to lower the customer satisfaction, it is possible to suppress the decrease in the customer satisfaction and improve the customer satisfaction. .

[Embodiment 2]
In the first embodiment, when the response history information is extracted by the above-described method 2 and the initial provision screen information D21 is created, the content of each store is based on the total value of the response time information and the accumulated reference time information. Response history information used as different branch store individual information Data11b is extracted.

  In contrast, the second embodiment calculates the average value of the accumulated reference time information, and based on the average value, extracts the call history information used as the branch store individual information Data11b having different contents for each branch store. A system 1b (not shown) is provided.

  The business server 4B (not shown) of the call center system 1b (not shown) according to the second embodiment performs the registration response history information R21a, R22a, R23a shown in FIG. Then, the average value of the accumulated reference time is calculated to create the total information. FIG. 10 is a diagram showing an example of the total information A21a, A22a, A23a used in the second embodiment.

  The aggregate information A21a, A22a, A23a shown in FIG. 10 is compared with the aggregate information A21, A22, A23 shown in FIG. 7 instead of storing the reference time total information in the “reference time total” column. Is stored in the “average reference time” column.

  When the business server 4B creates the aggregation information A21a, A22a, A23a, the aggregation information (that is, the average reference time) has a larger average value of the accumulated reference time (value of average reference time information) than the aggregation information A21a, A22a, A23a. Ranking in ascending order of time). In the example shown in FIG. 10, the rank order is the order of the total information A23a, A21a, A22a.

  Next, the business server 4B obtains the response history information having the largest reference time information value (that is, the response history information having the longest reference time) with respect to the response history information in the total information A21a, A22a, A23a. Determined as a representative example. In the example illustrated in FIG. 10, the response history information with the history ID “8” is determined as a representative example in the total information A23 a ranked first. In addition, the response history information whose history ID is “15” in the total information A21a ranked second is determined as a representative example. In addition, the response history information with the history ID “2” is determined as a representative example in the total information A22a ranked third.

  Next, as in the first embodiment, the business server 4B extracts several representative examples (for example, three cases) with higher ranks in ascending order. Then, the business server 4B creates initial provision screen information D21 (see FIG. 8) based on the extracted representative example.

  In such a configuration, the call center system 1b (not shown) according to the second embodiment extracts the response history information used as the branch office individual information Data11b having different contents for each branch office based on the average value of the accumulated reference time information. can do.

  Similar to the call center system 1 according to the first embodiment, such a call center system 1b preferentially displays information corresponding to a long-term tendency case that tends to reduce customer satisfaction on the operator terminal 7. As a result, the more the customer's case is the case of the long-term tendency, the more quickly the operator can start the response at the initial time (after the incoming call). As a result, like the call center system 1 according to the first embodiment, the call center system 1b suppresses a decrease in customer satisfaction even when the customer's case is a long-term tendency case that tends to reduce the customer satisfaction. , Can improve customer satisfaction.

  As described above, according to the call center system 1b (not shown) according to the second embodiment, as with the call center system 1 according to the first embodiment, the customer's case is a long-term tendency case that tends to reduce the customer satisfaction. Even if it exists, the fall of customer satisfaction can be suppressed and customer satisfaction can be improved.

[Embodiment 3]
In the first embodiment, when the call center system 1 distributes a call received from a branch office to one of the IP telephones 6 and connects to the distributed IP telephone, the business server 4 is the initial of the branch office. Provision screen information (specifically, one or both of initial provision screen information D11 (see FIG. 5) and initial provision screen information D21 (see FIG. 8)) is created and provided to the operator terminal 7.

  On the other hand, in the third embodiment, the business server 4C (not shown) as the main part of the call center server 2c (not shown) according to the third embodiment stores the initial provision screen information of all the branches in advance. The business server 4C is registered in the response history database 5 when a call is received from the branch office to the call center (specifically, the incoming call distribution device 3). Provided is a call center system 1c (not shown) that extracts initial provision screen information of the corresponding business store from the initial provision screen information of all the business stores and provides it to the operator terminal 7.

  Note that the initial provision screen information may be extracted at the time when a call received from the branch office is distributed to one of the IP telephones 6 and connected to the distributed IP telephone 6.

  Hereinafter, the operation of the business server 4C according to the third embodiment will be described with reference to FIG. FIG. 11 is a flowchart showing the operation of the business server 4C as the main part of the call center server 2c (not shown) according to the third embodiment. Here, it is assumed that the response history information is created in advance and registered in the response history database 5 as registered response history information. Here, the description will be made assuming that the initial provision screen information of all the branches is created and registered in the response history database 5 in advance.

The business server 4C starts operating when the power is turned on.
As illustrated in FIG. 11, the business server 4C determines whether or not the time has reached the update timing at an arbitrary time (S605).

  When it is determined in S605 that the update timing has come (in the case of “Yes”), the business server 4C reads the registered response history information registered in advance in the response history database 5 (S610). Then, the business server 4C classifies the read registration response history information for each sales office (S615), and executes a totaling process for all the sales offices for each sales office (S620). As a result, the business server 4C determines the total information (specifically, the total information A11 shown in FIG. 4, the total information A21, A22, A23 shown in FIG. 7, and the total information A21, A22, A23 shown in FIG. 10). Any one or more).

  Next, the business server 4C uses the above-described method 1 or method 2 to obtain the response history information corresponding to the long-term tendency case from the total information for each sales office for the total information for all the sales offices. Extract preferentially (S625).

  After S620, the business server 4C creates initial provision screen information for all branches for each branch based on the response history information extracted in S620 (S630). Minutes of initial provision screen information is registered in the response history database 5 as registered initial provision screen information (S635). After S635, the process returns to S605.

  If it is determined in S605 that the update timing is not reached (in the case of “No”), the business server 4C receives a call from the branch to the call center (specifically, the incoming call distribution device 3). It is determined whether or not an incoming call has been received (that is, whether or not a teller at any of the sales offices has made a call to request assistance from the operator) (S640).

  If it is determined in S640 that the call has not arrived (in the case of “No”), the process returns to S605. As a result, the business server 4C repeats the operation of S605.

  On the other hand, when it is determined in S640 that the call has been received (in the case of “Yes”), the business server 4C identifies from which sales office the call is transmitted (transmitted) (S645). Here, the store that transmitted (transmitted) the call means the store that should provide the initial provision screen information (that is, the “corresponding store” described above).

  After S645, the business server 4C reads the initial provision screen information of the corresponding branch from the registered initial provision screen information registered in the response history database 5 (S650), and the initial provision of the corresponding branch is read. The screen information is provided (transmitted) to the operator terminal 7 (S655) and displayed on the display device of the operator terminal 7. As a result, the operation of a series of routines ends.

  Such a call center system 1c (not shown) is similar to the call center system 1 according to the first embodiment, and the business server 4C (not shown) is information corresponding to a long-term tendency case in which customer satisfaction is likely to be lowered. Can be preferentially displayed on the operator terminal 7. Therefore, the more the customer's case is the case of the customer, the quicker the operator can start the response at the initial time (after the incoming call). As a result, this call center system 1c (not shown) is similar to the call center system 1 according to the first embodiment, even if the customer case is a long-term tendency case that tends to lower the customer satisfaction level. The customer satisfaction can be improved by suppressing the decrease.

  Moreover, in the call center system 1c (not shown), the initial provision screen information of the corresponding branch is created in advance, and when the call arrives at the call center from the branch, the business server 4C sends it to the operator terminal 7. Just provide. Therefore, the call center system 1c (not shown) shortens the processing time by the time for creating the initial provision screen information at the initial time (after the incoming call), compared to the call center system 1 according to the first embodiment. Can do. Therefore, this call center system 1c (not shown) can further improve customer satisfaction than the call center system 1 according to the first embodiment.

  As described above, according to the call center system 1c (not shown) according to the third embodiment, as in the call center system 1 according to the first embodiment, the customer's case is a long-term tendency case that tends to reduce customer satisfaction. Even if it exists, the fall of customer satisfaction can be suppressed and customer satisfaction can be improved.

  In addition, according to the call center system 1c (not shown), compared with the call center system 1 according to the first embodiment, the processing time is shortened by the time for creating the initial provision screen information at the initial time (after the incoming call). Therefore, the customer satisfaction can be further improved as compared with the call center system 1 according to the first embodiment.

  The present invention is not limited to the above-described embodiment, and various changes and modifications can be made without departing from the gist of the present invention.

  For example, the call center may be divided into a department that specializes in data management (data center) and a department that specializes in customer service support (call center). In this case, the call center system 1 (see FIG. 1) is divided into a data center and a call center (for example, a business server 4 and a response history database 5 are installed in the data center, and the incoming call distribution device 3 and the IP The telephone 6, the operator terminal 7, and the administrator terminal 8 may be installed in a call center.

  Further, for example, a switch display button is provided on both the screen configured by the initial provision screen information D11 (see FIG. 5) and the screen configured by the initial provision screen information D21 (see FIG. 8), and the operator switches the screen. By pressing the display button, the business server 4 may execute a process of switching and displaying each other's screen.

  In addition, for example, the business server 4 provides the initial provision screen information provided to the operator terminal 7 at the initial time (after the call is received) to the window terminal 9 that is operated by the teller of the corresponding store that originated the call. You may make it do. In this case, the business server 4 preferably provides initial provision screen information to be provided to the operator terminal 7 and initial provision screen information to be provided to the window terminal 9 in accordance with the operation of one or both of the operator and the teller. It may be configured to be selectively synchronized or asynchronous.

  Further, for example, the provision of initial provision screen information from the business server 4 to the operator terminal 7 is not performed immediately when a call arrives at the call center (specifically, the incoming call distribution device 3), but the incoming call distribution is performed. The extraction operator to which the call is distributed by the apparatus 3 may be performed by operating the operator terminal 7 and transmitting a command for instructing to receive information to the business server 4.

  In addition, for example, when a sales office receives a call from a customer, the sales office operator does not transfer the customer's telephone call to the call center, but a telephone transfer device (not shown) installed in the sales office. ) May automatically transfer the customer's phone to the call center. Alternatively, the call center may receive the customer's phone directly rather than receiving the customer's phone call from the sales office. That is, the call center may set in advance a telephone number assigned to each sales office on the telephone line of the call center, and may distinguish the corresponding sales office depending on which telephone number is received. In this case, the incoming call distribution device 3 may receive a call from a customer via the public network and distribute the incoming call to the operator's IP telephone 6.

DESCRIPTION OF SYMBOLS 1 Call center system 2 Call center server 3 Incoming call distribution apparatus 4 Business server 4a Control part 4b Memory | storage part 5 Response history database 6 IP telephone 7 Operator terminal 8 Manager terminal 9 Window terminal 41 Main control part 42 Response history information management part 43 Totaling process Unit 44 Screen information processing unit 49 Communication control unit A11, A21, A21a, A22, A22a, A23, A23a Aggregated information R11, R11a, R21, R21a, R22, R22a, R23, R23a Response history information

Claims (8)

In a call center system having an operator terminal operated by an operator of the call center and a call center server for providing screen information to be referred to the telephone terminal in the call center at the call center to the operator terminal,
The call center server
A database for preliminarily storing, as registered reception history information, reception history information representing a history of reception performed in the telephone reception service;
A screen information processing unit for creating an initial provision screen information of a branch office corresponding to the call after receiving the call from the customer side and providing it to the operator terminal;
The screen information processing unit preferentially extracts the response history information corresponding to the long-term tendency case of the corresponding store from the registered response history information as individual store information unique to the corresponding store. ,
The call center system, wherein the initial provision screen information is arranged in a predetermined display field in a display screen form in which the extracted branch office individual information is prepared in advance. In the call center server that provides screen information that is referred to in the telephone service performed in the call center to the operator terminal operated by the call center operator,
A database for preliminarily storing, as registered reception history information, reception history information representing a history of reception performed in the telephone reception service;
A screen information processing unit for creating an initial provision screen information of a branch office corresponding to the call after receiving the call from the customer side and providing it to the operator terminal;
The screen information processing unit preferentially extracts the response history information corresponding to the long-term tendency case of the corresponding store from the registered response history information as individual store information unique to the corresponding store. ,
The call center server, wherein the initial provision screen information is arranged in a predetermined display field in a display screen form in which the extracted branch office individual information is prepared in advance. In the call center server according to claim 2,
The screen information processing unit
At the predetermined update timing, the initial provision screen information of all the sales stores is created in advance and registered in the database,
A call center server that reads out the initial provision screen information of the store and provides the information to the operator terminal when the call is received. In the call center server according to claim 2 or claim 3,
Furthermore, a totaling processing unit that totals a standard time that is a standard for causing the screen information processing unit to extract as the individual store information,
The aggregation processing unit
The required response time required from the start to the end of the reception is set as the total reference time by which the operator refers to the registered response history information, and the response required for each of the registered response history information. The call center server, wherein the estimated time is totaled based on the time and the accumulated reference time. In the call center server according to claim 4,
The tabulation processing unit tabulates a total time obtained by summing the required time for each of the registration response history information and the accumulated reference time as the reference time,
The screen information processing unit extracts the reception history information of the corresponding sales office for a predetermined number of the corresponding sales offices as the sales office individual information in order of the total time from the registered reception history information in the order of the longest total time. A call center server characterized in that the initial provision screen information of a corresponding branch is created. In the call center server according to claim 4,
The tabulation processing unit tabulates a total time obtained by summing the required time for each of the registered response history information and the accumulated reference time for each predetermined classification as the reference time,
The screen information processing unit is configured to store the response history information of the corresponding sales representative representative of each category for a predetermined number of categories in the order of the category with the longest total time from the registered response history information. A call center server, wherein the initial provision screen information of the corresponding sales store is created by extracting as store individual information. In the call center server according to claim 4,
The aggregation processing unit aggregates, as the reference time, an average reference time obtained by dividing a total value of the accumulated reference time of all the registered reception history information by the number of registration response history information for each predetermined classification. And
The screen information processing unit, for the predetermined number of minutes, in the order of the category having the long average reference time, the response history information of the representative corresponding store of each category from the registered response history information. A call center server, wherein the initial provision screen information of the corresponding sales store is created by extracting as individual store information. In a program for causing a computer to function as a call center server that provides screen information referred to in a telephone service performed in a call center to an operator terminal operated by the call center operator.
The computer includes a database for preliminarily storing, as registered reception history information, reception history information representing a history of reception performed in the telephone reception service,
The computer,
A screen information processing unit that provides the operator terminal with initial provision screen information corresponding to the call after receiving the call from the customer side and provides the operator terminal, and from the registration response history information, The response history information corresponding to the long-term trend case of the corresponding branch is preferentially extracted as branch individual information unique to the branch, and the extracted branch individual information is prepared in advance. A program that functions as the screen information processing unit that creates the initial provision screen information of the sales office by arranging it in a predetermined display field in the business form.

Images